GWIM Reg. Ops. Team Manager

Job Description:

Merrill Wealth Management is a leading provider of comprehensive wealth management and investment products and services for individuals, companies, and institutions. Merrill Wealth Management is one of the largest businesses of its kind in the world specializing in goals-based wealth management, including planning for retirement, education, legacy, and other life goals through investment advice and guidance.

Merrill’s Financial Advisors and Wealth Management Client Associates help clients pursue the life they envision through a personal relationship with their advisory team committed to their needs. We believe trust comes from transparency. Our trusted advisory teams are equipped with access to the investment insights of Merrill coupled with the banking convenience of Bank of America.

Merrill is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Merrill, we empower you to bring your whole self to work. We value diversity in our thoughts, business, and within our employees and clients. Our Wealth Management team represents an array of different backgrounds and bring their unique perspectives, ideas and experiences, helping to create a work community that is culture driven, resilient, results focused and effective.

Job Description:

Merrill's Retirement and Benefits Contact Center (RBCC), a channel of Wealth Management Client Care, provides award-winning call center support to across multiple products, including 401(k), Equity, and Health Benefit Solutions.

The Contact Center is critical to the implementation and delivery of the Workplace Benefits service model of the firm. In RBCC, associates work with plan participants to assist with achieving their retirement goals. From first time investors just getting started in their 401(k) plan, to seasoned financial advisors exercising stock options, associates learn the products and skills needed to assist them all.

Supervisor responsibilities include leading a diverse team of 15-20 exempt and non-exempt associates, including FINRA SIE, Series 7, and Series 63 Registered Phone Representatives, who handle 60-80 calls per day. The supervisor is responsible for oversight within the Retirement & Benefits Contact Center in an environment with high financial and regulatory risk. This role is also responsible for providing subject matter expertise across Wealth Management Client Care. Key responsibilities include employee training and coaching, addressing employee inquiries/escalations/ approvals, and team supervision to ensure processes are executed correctly. Individuals should have deep knowledge of all key functions supported.

Required Qualifications:

• FINRA SIE, Series 7, 63

• Series 24 (or the commitment to obtain within 240 days)

• 1 + years leadership experience

• Ability to confidently lead and influence others and motivate a diverse group of employees

• Detail oriented with strong organizational skills and ability to manage multiple tasks and priorities at once

• Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule

• Possess and demonstrate strong communication skills both verbally and in written form

• Is flexible and projects enthusiasm, optimism and determination

• Exercises sound judgment and experience making timely and effective decisions

• Minimum of an intermediate level of proficiency with computers and current technology​

• Ability to think strategically and drive transformation

• Experience with Microsoft Word, Excel and PowerPoint

• 1st, 2nd, and 3rd shift as well as periodic weekend coverage

Desired Qualifications:

• Bachelor's Degree

• Retirement Benefits (401(k)/Equity) product knowledge

• Familiarity with compliance and regulatory issues

Skills:

• Customer Service Management

• Issue Management

• Performance Management

• Regulatory Compliance

• Risk Management

• Business Acumen

• Customer and Client Focus

• Problem Solving

• Talent Development

• Trading

• Attention to Detail

• Drives Engagement

• Result Orientation

• Strategic Thinking

• Valuation Ethics and Practice Standards

Minimum Education Require